Complaints

This profile includes complaints for Sentry Management, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Sentry Management, Inc.

  2180 W State Road 434 Ste 5000 Longwood, FL 32779-5042

  
• 

  Sentry Management Ft. Myers

  12830 University Dr Ste 150 Fort Myers, FL 33907-5351

  
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  Sentry Management Inc

  3109 Poplarwood Ct Suite 310 Raleigh, NC 27604-1011

  
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  Sentry Management, Inc.

  6370 Mt. Pleasant St NW North Canton, OH 44720

  
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  Sentry Management

  120 W Grand River Ave Ste 300 Howell, MI 48843

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/17/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been writing to my property manager Ramona ******* since October 2021. My emails are about a home in my subdivision that has a Tarp strapped between two poles as a fence. He has had this since 2020. All Ramona does is to reply that she will follow up on the issue. To date, nothing has been done and it is my opinion that my concern is being ignored by her and Tina ***** who also gets a copy of my emails. This home is an Eyesore in the neighborhood especially as it is located at the entrance of the sub division. I would like Sentry Management to remedy this long overdue issue.

  Business Response

  Date: 08/03/2022

  Business Response /* (1000, 5, 2022/06/23) */ We understand the frustration, and have assured the homeowner that we are following the direction of the receivership, and the governing documents. We have no authority to do otherwise. Consumer Response /* (3000, 7, 2022/06/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) Sentry Management drags their feet on resolving issues in our community. 10/10/21- I emailed Ramona the property manager making her aware of the issue. 11/11/21- Her response was the owner was sent a violation notice 12/28/2021- I wrote again asking to see a resolution in the new year. 12/28/2021- she responded he said he was having trees removed I informed her the his trees were cut. Yes I had to let her know. 3/7/22- I asked for an update because fence is tarp blowing in the wind and is unsightly. 3/7/22- she said he has received a final notice. 6/15/22- I asked for another update she said matter will be sent to HOA court appointed receiver. This manager really thinks that she is dealing with a fool here. She just brushes me off now she is saying that the matter is being addressed? Three years is too long. Do something! Home owners are complaining and airing their frustrations which is quite warranted. Business Response /* (4000, 9, 2022/06/27) */ We stand by our original response. We are fulfilling our duties as the Association Management company. We have no decision making authority for the associations we are privileged to assist. Along with following the governing documents, your Sentry Team is providing all requests to the Receiver for review/action. Consumer Response /* (2000, 11, 2022/06/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) I don't want to go back and forth with Sentry management they are fully aware of their incompetence when it comes to ensuring that our neighbor is kept up. Moving forward I will accept their response and will look to see how long it would take the reciever to do the job. Sentry Management needs to step up before there are forced too do so my the community. Not all the properties are investor owned. Home owners are fed up. Thanks BBB for your assistance with this matter.

• Initial Complaint

  Date:06/13/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is the timeline leading to my complain: - Sometime in March I received an email regarding Sentry Management changing payment processor. - 03/21/22 I created an account on the new payment processor, setup autopay and paid the remaining balance. - 03/23/22 Sentry submitted an intent to Lien on my property. - 06/13/22 I noticed I got a letter dated 05/25 of the intent to lien on the property. - I noticed that there was no payment for the month of April and May - I paid the balance in full, and tried setting up autopay again I tried calling SentryManagement to identify what happened with the payment process, I'm told to contact the HOA or the Payment Processor. I don't have a contract with the Payment Processor, I just want to identify why if I paid on the 21st I got a attempt to lien on my property. The answer I got from their representative was very unprofessional. I had to investigate myself on what happened, I was pretty much told that I'm the one to blame because I was the one who choose to use auto-pay, I could've just used mail or drop it by the office. I don't think this was handled correctly on their end: 1st. Poor customer service (They assumed I want a refund and didn't want to take responsability on an issue with their system) 2nd. I can't trust Sentry Management Portal. Too many issues with poor support and customer service (Just pointing fingers to either the HOA or payment processor) 3rd. They didn't even take into consideration investigate the issue to provide some way to ease the process to the customer. I want to submit a complain so that people can use their system reliably and that it is also consistent.

  Business Response

  Date: 08/04/2022

  Business Response /* (1000, 5, 2022/06/26) */ We apologize if you have had difficulty with our payment processor, and appreciate the feedback. We are privileged to serve over 2500 associations with over 300,000 homeowners. We have found our payment process is extremely successful, company wide. In reviewing the matter We found that you did, in fact, create and cancel your autopay on the same day, causing the balance due issue. Your association governing documents dictate the fee structure for late or missed payments. We understand that you communicated with your Sentry Team on June 16th, and hope that your questions have been addressed.

• Initial Complaint

  Date:05/26/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This Longwood branch is so unprofessional, and extremely negligent in managing our communities. They DON'T answer the phones, return voicemails, or follow up on urgent/important emails. Continued neglect and non inspection of their properties, along with not holding vendors responsible for non or poor service is their norm. The pool company contracted for our community was paid for months of service last year and this year, yet failed to provide service. In April, Orange County Code Enforcement shut down our pool due to toxic algae. Sentry was given two weeks to get the pool up to code or it would be closed permanently. The closed signed still remains. Our side fences are rotted and for the past four years, nothing has been done about it. Office Manager Parrish, and property Manager Hess are beyond rude and refuse to communicate, take ownership of issues, or provide requested documentation, that us property owners have a right to. Customer Experience Manager Brazell, is a joke and failed to follow through as promised and like everyone else doesn't return calls. An emergency board meeting with the association and open to all property owners needs to take place. An outside financial attorney needs to review the 2021 Year End Financial Report.

  Business Response

  Date: 08/05/2022

  Business Response /* (1000, 5, 2022/06/09) */ The pool was shut down by Orange County. The association had to change pool companies since the company used provided notice that they no longer service pools. Orange County never stated that if the pool wasn't completed in two weeks that it would be closed permanently. They scheduled the reinspection for 5-27-2022. The pool was closed based on: Water clarity/Algae Free Chlorine PH low Flowmeter was not at correct flow rate A new company was hired and they worked on the pool for several weeks getting it back up and running. The pool took a little longer than hoped but the pool reopened on Saturday 5-28-22 for the Memorial Day Weekend. The Board did have a meeting scheduled for 5-18-2022, but had to reschedule to 6-8-2022. Jackie ******* did assist with this matter by providing an update and also suggesting attendance at the next board meeting. The Senior Vice President spoke to Ms. ***** on April 29th, and Chris ****** spoke with her several times. The fence issue was on the Agenda for the June 8th Board meeting. We are honored to serve at the Association Management Company for the community and will continue to work at the direction of the Board. Consumer Response /* (3000, 12, 2022/06/22) */ I did miss the deadline to respond as I just saw as Sentry Management's response. One would hope Sentry Management would be truthful & take responsibility for their negligence & unprofessionalism. To out right lie to try & make themselves look good is pathetic! All of the statements regarding the office manager Mr. ******** speaking with me is a lie! He never returned my calls or responded to my emails. Customer Service Rep. Ms. ******* never followed up after one call or responded to emails. Several of the facts of events stated in their response to my complaint are false. Sadly, incompetent property management companies like this continue to get away shoddy service. Business Response /* (4000, 14, 2022/07/01) */ We do stand by our original response. And just to clarify, Sentry Management is not a Property Management Company. There is a misconception about what our role is. We assist the board in managing the HOA for the community. We hope to improve this homeowners experiences moving forward.

• Initial Complaint

  Date:05/25/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ****** Lakes HOA is trying to terminate our contract with Sentry Management because of lake of help, guidance and respect. I have emailed the company with neomorts complaints and given them feed back to which they ignore or lie and say they never received the emails. See attached email I sent to Sentry with plenty of major issues that still have not been address or fixed. They make excuses for their employee's and never take responsibility for their actions. I replied to a survey from Sentry March 29, 2022 with troubles we have had over the past few years. Sentry Management is conveniently saying they never received the email reply form me just so they can say I, the President of the ****** Lakes HOA never gave them notice to cure their problems and charge us for leaving them early. They continually make excuses for lack of help we as an HOA get and have had really gross neglect from them over the past few years. One manager actually asked me for advise for another property she was working with. That is VERY inappropriate to do! I have tried to be nice, but Tina L**** is making it very difficult to even continue correspondence with them. The ****** Lakes HOA wants out of our contract with no penalty fee's being we have not been guided property from Sentry Management and have given them plenty of time to cure their errors and give the ****** Lakes HOA the support and guidance we need.

  Business Response

  Date: 06/27/2022

  Business Response /* (1000, 5, 2022/06/07) */ In reviewing this matter we have found detailed communication between the Board President and the Sentry team regarding this matter. According to the terms of the Management Services Agreement, a sixty (60) day Notice to Cure an alleged breach of the Agreement must be sent to Sentry in accordance with the provisions for Notice established by the Agreement. (in writing sent to the President of Sentry Management at our home office address in Longwood, FL) A proper Notice to Cure was not provided. Tina L**** indicated in the attached document that your "intent to terminate" correspondence has been accepted as a 60 days' notice to cure. Your Sentry Team has, in good faith, provided a more experienced Community Association Manager as requested, and we are ready and willing to continue serving your community with kindness and professionalism. Should the Board decide to terminate the agreement early, the three month penalty will apply. Consumer Response /* (2000, 7, 2022/06/09) */ (The consumer indicated he/she ACCEPTED the response from the business.) The ****** Lakes will follow our contract with Sentry Management to which we have given our 60 day notice May 9, 2022 to cure all deficiencies. This will expire July 9, 2022 at which time the ****** Lakes Board Of Directors will decide if all deficiencies have been addressed. If they have not been addressed to the boards satisfaction on July 9, 2022, the board will then be giving our 30 days notice of termination of our contract without fee's per our contract. A letter of this has been sent in mail to the Longwood office and included in this notice of our response to Sentry.

• Initial Complaint

  Date:05/13/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Sentry Management was hired to manage our HOA and to manage and hire vendors to work on our community. Sentry hired L & S Handyman Services to do quite a bit of work. One of the projects was to repair knobs on gates and place Kant Slam brand hydraulic closers on gates on a total of 6 gates. We were billed $1997 on two separate invoices for this work and Sentry paid the money to L&S with HOA funds before work was completed. Work has still not been completed. In a statement provided by Sentry , L & S claimed they merely had to adjust one existing Kant Slam closer on a gate and all others were working properly. They refunded $500 of the $4000 we paid. The problem is that there are no hydraulic Kant Slam closers installed on any of our gates. Sentry neglected their duties and violated our trust by spending HOA funds before confirming work was done. Sentry resigned their role as management company effective April 30 and they were the only point of contact with L&S. All requests for resolution to Sentry have gone ignored. We had asked for a $1200 refund on incomplete work on April 21 that was also ignored other than L & S creating a credit invoice for the $500 on April 29 and backdating it to April 17

  Business Response

  Date: 06/24/2022

  Business Response /* (1000, 5, 2022/05/25) */ We no longer have the honor of serving this community. Sentry Management was left with no option but to terminate the contract effective April 30, 2022. It was not a decision we took lightly, but one that was necessary due to the unfounded allegations and repeated harassment by one individual in the community. We do not feel it appropriate to comment further, other than to state that we will miss working with many homeowners and board members that are working hard to make the community a great place to live. Consumer Response /* (3000, 7, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) It is true that Sentry no longer represents our community but they were informed of the incomplete work that they paid for several weeks before then and did not take action. We asked for work to be completed or for a refund on missing work and they had vendor refund $500 on one invoice without consulting board. The other invoice was never addressed and we have had to spend extra time and money to fix what they lefft us with. Business Response /* (4000, 10, 2022/06/02) */ We stand by our original response. Consumer Response /* (4200, 12, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) I appreciate that they stand by their response but that does not resolve the completion of the contracted work or resolve the issue. Since Sentry was acting as our fiduciary agent on handling funds and overseeing contractors the responsibility of getting it resolved lies with them both ethically and legally

• Initial Complaint

  Date:05/08/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in a subdivision with a HOA. I just moved here in nov 2021. I thought this was the second to the last home to be sold. Our HOA has not turned over the subdivision to the home homeowners nor have we had a meeting for this year 2022. We have a Facebook page within our subdivision, so of my understanding the meeting should have taking place Feb this year as it did for 2021. We are phase 2 of bellah landing located in Stockbridge. There is 98% of home ownership in this subdivision. We're not able to find out as mentioned there are two vacant spots to include the model home still to be sold. We as homeowners information. Another is it takes to long to get answers back when submitting our Architectural Request to change landscaping or changing lane to the property. I submitted request back in March as of this day I am still waiting on 2/3 answers to my request. They are unfair in approvals, I was denied to place a black storm door on front, they stated my door and shatters were burgundy. My request stated my shatters and main door was black so I called to find out why I was denied this was back in March here it is May and I still have not received my approval or and apology in there mistake. I want them to do there job as if they care about us as homeowners. They are terrible, not consistent and slow at approving request submitted by the Architectural Request.

  Business Response

  Date: 06/14/2022

  Business Response /* (1000, 5, 2022/05/12) */ Currently ************** is a developer controlled board, in which the Declarant and Developer makes all decisions within the guidelines of the Covenants. Sentry Management team members are not the decision makers for any communities. ************** has 404 homes out of 408 that are closed therefore the turn over will take place very soon. An E-blast was sent out to homeowners on March 28th 2022 providing updates on when the annual meeting will be held in September (with a response from 434 recipients). Ms.******* spoke directly with the declarant board on 04/30/2022. The board shares when the meeting will be and the process of voting in September ************* has been a homeowner in ************** since November 10th of 2021, and has submitted multiple ARC requests which have been responded to within the 60 day response time according to ************** Covenants. The Fence ARC request communication: - 12-01-21 request was incomplete and denied - 01-21-22 Denied for Color of fence - 02-07-22 Approved for cool beige or utterly beige color as a repaint option vs. replacement Ms.******* installed her fence without approval and was told it has to be painted one of the approved colors by her declarant board. She was never fined for this as a courtesy from the board, and the fence was painted an approved color. Ms.******* also sent a request for a screened in porch on 04/12 which was denied per the declarant board. Her local Sentry team has advised Ms.******* that the Board makes the decisions on all ARC requests.